Rhenus : Bad customer service

I bought something from Evetech and they use Rhenus express. I received a sms that the package will arrive today. I wanted to call and find out what the ETA would look like, since I have to plan around it. The first person answered after a minute, I explained the situation and they put me though to customer support. I waited for a very long time and called back. Once again, the diverted me to customer support, where I yet again waited endlessly. I phoned back again and someone picked up, I asked for customer support again, only for them to tell me that there is no line to customer support??? I've seen some mixed reviews of this service, but I did not think it was this bad. They took my info and I assume I'll never receive my promised call back, based on their history.